Dfs what can I do.

Dannyandkelly

We bought 2 tables a cuddle chair 2 foot stalls and a large corner sofa and an electric recliner. First of all the corner sofa was delivered the wrong hand we had ordered the same as in the store but the sales rep ordered the wrong hand when it was delivered the Dfs salesman told the delivery driver who was stood next to me that that's what's been ordered that's what they are f%#~ing getting. It took a few calls but they are now swapping the corner sofa for the right one. A few weeks ago the electric recliner started to fall apart the stitching on the arm came loose and they had installed bolts that were too big and stuck in you when you sat down. This damaged the leather. They sent someone out to repair it he changed the bolts for smaller ones and re stitched the leather. After nearly a week the stitching came loose and the leather is still damaged from where the bolts had been pushing through. We called back up and they want to come and repair it again but I have noticed that in multiple places the stitching has come loose or come out completely. We have lost all faith in the chair as this chair is hardly ever used and if not much care was taken in all these instances what else is wrong with it. The chair is also very unstable and tips you out of it often if you move. They have said Dfs policy is to do another fix but this is not just one part it's lots of parts and now we don't want this anymore due to this. As I said they have already done one fix which lasted a few days with not much use and now they want to try it again but it's the corners, arm, and joints that are coming apart. What can we do as they try to fob you off every time we talk to them.
I would like to swap it for another cuddle chair as they seem to be better built and was the same price. Can anyone advise on this.

worried_jim

Please use some paragraphs so we can read it!

AJXX

When did you purchase this / How long have you had it? - this makes a big difference to the advice we can give you.

One thing to note is that the retailer (DFS) can make a reasonable number of repairs (which is more than 1) and as far as remedy's go can repair, refund or replace at their discretion.

If you ultimately feel you no longer want the goods then it maybe time to sit down and write this out as a formal complaint saying you'd like to exchange the item - then sending this recorded delivery to their head office.

Dannyandkelly

It was delivered on the 23/12/15. We have only had the order a number of weeks. It's not been long at all.

AJXX

Dannyandkelly wrote: »

It was delivered on the 23/12/15. We have only had the order a number of weeks. It's not been long at all.

At this stage your best bet would likely be to draft out a formal complaint and send it recorded delivery to their head office.

You'll need to explain what has happened so far and exactly what you want them to do. Feel free to post it here before you send it if you need any help with it.

Your complaint should mention that the goods are "not of Satisfactory quality or Fit for purpose".

You may want to read up more about your rights and what you can ask for before you draft your letter; http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Since they've unsuccessfully been able to repair you're actually entitle to reject the goods for a full refund or ask for a price reduction;

From 30 days to six months

If you discover the fault within the first six months from delivery, it is presumed to have been there from the time of delivery - unless the retailer can prove otherwise.


During this time it's up to retailer to prove that the fault wasn't there at the time of delivery - it's not up to you to prove that it was.



If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.


No deduction can be made from a refund in the first six months following an unsuccessful attempt at repair or replacement.

Dannyandkelly

Thanks for explaining this I will do as you said. For something that is hardly used and already starting to come apart I have no faith in it anymore.
Thanks for your time.
Danny.

ThumbRemote

As has been said, you have the right to reject it after one failed repair. This is part of the new consumer rights act. (http://www.legislation.gov.uk/ukpga/2015/15/section/24/enacted)


Just to check, when did you order it? If there was a long wait for delivery it may not be covered by this act.

Dannyandkelly

We ordered it about 8 weeks before Christmas so not that long ago.

wealdroam

Dannyandkelly wrote: »

We ordered it about 8 weeks before Christmas so not that long ago.

As long as it was ordered after 1st October 2015 then it is covered by The Consumer Rights Act and as ThumbRemote says you can reject the goods for a full refund after one failed repair.